S 2.12 Services and counselling for IT users

Initiation responsibility: Agency/company management; Head of IT Section

Implementation responsibility: Head of IT section

Use of IT systems requires comprehensive training/instruction of IT users. In addition to training enabling the IT users to handle the used information technology properly, IT users must be provided with information and advisory services regarding any problems encountered in current operations. Such problems may result from hardware defects or faulty software installation, but also from operating errors as regards the programs used.

In larger-size agencies/companies, it may therefore be a good policy to charge a central unit with attending to the needs of IT users and to inform all staff members of the designation of that unit. This requirement may be practicable, in particular, in cases where a large number of decentralised systems such as PCs is involved.

Additional controls:

• Who can be contacted by the IT users in case of any problems?